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January 6, 2014

Growing Pains by Roger North

At a recent holiday gathering, my 15 year-old nephew wanted to stand back-to-back with me. He wanted to see how his recent growth spurt measured up to his tallest uncle. He seemed to be feeling pretty good about being within 3 inches of me.

Justin has grown about 5 inches in the last year. When I asked him if he was experiencing any growing pains, he told me that he has had some pain in his back and his mom thinks it is related to his fast growth.

I know the feeling!

Most of us think about growth as vital, exciting, even fun. But it can be painful, too.

May I share personally here? Some of you have commented on the growth you have noticed at North Group in the last year. Thank you for noticing. We have been experiencing a growing demand for our services. We’ve been able to recruit some really talented people to help us meet the demand. We have gotten a fair amount of affirmation for the help we are giving to our clients and for our ability to be relevant in the marketplace. It’s been a vital, exciting, even fun year at North Group.

But that’s not all it’s been. I’ve been experiencing some pain along the way. I no longer know everything that is going on in my company. I don’t know all of our clients by name anymore. I am unable to connect with all of my colleagues on a weekly basis as I used to. We are outgrowing our beautiful building, and I don’t want to move. And my partners don’t want me to be in charge of everything anymore. Imagine that!

Of course, we work with growing businesses for a living. So, it is time to take some of our own medicine. That means me in particular. It can’t be advisable for me to consult with myself, can it?

All kidding aside, we are taking this growth thing pretty seriously. We are looking at all our systems and processes. We’re upgrading our technology. We are rearranging responsibilities to become more efficient and effective. We are changing a lot of stuff.

And I’m looking at myself. As the guy who has been here all along (almost 17 years now), I suspect I am experiencing the most pain. That is as it should be. Founders, entrepreneurs, CEOs should not be immune to the pain and change that growth brings. In fact, they should be on the leading edge it.

So, like my growing nephew, I’m experiencing a few pains. After having thought it through, I wouldn’t have it any other way.

Here’s to a painful 2014!

July 5, 2013

A Sticky Mess by Roger North

The blueberry pancake syrup was threatening to seep off the edge of the table onto my shorts. Carolyn and I were working feverishly to contain the spread of the gooey liquid. Having used up all of our napkins, we eventually got the attention of our half interested server. I quickly explained to her that when I picked up the syrup jar the top had not been screwed on. The result was the mess she was seeing on the table.

We finished our cleanup mission and returned to our leisurely Saturday morning conversation. Sometime during that conversation I looked down and was surprised to see a large amount of blueberry pancake syrup on my shorts. I excused myself to go to the restroom and did my best to clean the mess from my shorts. I returned to the table and a few minutes later realized that the mess was also on my shirt and had adhered to my right arm. No big deal in the grand scheme of things. After all, it was Saturday morning and I was dressed rather casually.

After we finally completed the cleanup the manager wandered over. She asked if there was anything more we needed. I responded no. I was all cleaned up and we would just have a little laundry to do. She wandered off.

It was Saturday so I probably just should have given it a rest. But the consultant in me was curious. I was curious how the manager would treat the bill when I brought it to the register. I gave her the bill and my money. She gave me the change. Again, I probably should’ve resisted but didn’t. I asked, “I am curious as to why you didn’t comp my bill?” With a slightly pained expression she responded, “Because you weren’t angry.”

Of course this little incident got me to thinking about organizational culture. What was the underlying culture that produced a response such as “because you weren’t angry”? Does the company that owns that restaurant really want to reward angry behavior from its customers? Is that their intent?

Customer service is a big issue in our lives. Most of us think that it should be much better than what we usually experience. When we go to a Chick-fil-A restaurant or a Nordstrom department store we are pleased by the attentive, respectful service. Unfortunately, that is not the norm.

Who is responsible for poor customer service? Is it the minimum wage clerk at the convenience store? Is it the stock boy in the grocery store? Is it the tired single mother of three working a second job at Kmart that is responsible?

On a very basic level, we could answer the above questions with a yes. But are we not generally a product of our environment? When we are talking about a convenience store, grocery store or department store, is not the leadership of that store or that chain responsible? What behavior do they expect from their front-line employees? How do employees obtain clarity about what behaviors are important in their organization? How do leaders model those behaviors? How do they communicate, even over communicate, their expectations? What methods do they use to reward employee behavior that is consistent with their expectations? What methods do they use to correct behavior that is inconsistent with their expectations?

One of our favorite sayings at North Group is “culture eats strategy for lunch”. You can do all the customer service training you want, but without an underlying culture that supports the tenants of respectful and attentive human behavior, it is unlikely that the blueberry syrup will be cleaned up with enthusiasm and sincere apologies. And, it is further unlikely that the $10.58 will be cheerfully refunded at the register.

March 5, 2013

Mirror, Mirror… by Roger North

Have you ever thought about how many times you look into a mirror in the course of the day? Mirrors seem to be everywhere. When did we decide that every sink should be accompanied by a mirror?

Unfortunately, looking into a mirror is not always encouraging for those of us who have reached a certain age. Just the other day I was washing my hands, looking into the unavoidable mirror and I noticed…okay, let’s not go there.

Another thing about mirrors. They don’t all reflect images in the same way. Some mirrors actually make you look a little bit better than others. I’m not sure what it is. Maybe it’s the way the glass is tinted or something.

Anyway, I often think about how valuable it would be if I looked into a mirror that reflected my intentions and behaviors as often as I look into a mirror that reflects my physical appearance. After all, it is our behaviors toward others that leave a lasting influence.

For those of us in leadership positions, some kind of consistent reflection of our intentions and behaviors toward others is essential. Without self reflection and the honest feedback of others, how will we adjust?

The other day I was sitting at the head of the table in a meeting. As someone else was talking, the guy next to me leaned over and quietly said “you have a fuzzy thing under your nose”. Of course, I didn’t want to have a fuzzy thing under my nose. So I quickly got rid of it. The quiet word of this friend saved me a minor amount of embarrassment. He did me a kind favor and I appreciated it.

At this stage of life, my physical appearance should be the least of my concerns. My intentions and behaviors toward others? Now that’s something I ought to be concerned about. Who is there in my life that gives me honest and transparent feedback? Do I attract or repel this kind of feedback? Am I willing to receive the hard truth about my behavior toward others so that I can become a more positive influence, a better leader?

I have a close friend who about twice per year will look me in the eye (very intently) and say, “I have an observation. Is this a good time for you to hear it?” What comes next is a gift. I don’t get that kind of gift very often. While what he has to say often feels uncomfortable, I have grown to recognize what a great gift it is.

You see, I know that this friend truly cares about me and loves me. He wants the best for me. His intentions are pure. What he has to say is carefully observed and wisely crafted. On my best days, I receive his observations as a precious gift.

Are there people in your life that will tell you what you need to hear? The next time you wash your hands and look at your physical image in a mirror, be thankful for the precious people in your life that are willing to be honest with you. Mirror, mirror…

November 5, 2012

Grouchy Old Men by Roger North

Just recently, I noticed that I have been willing to admit that I am getting older. Yes, I know it’s a biological fact. But for a long time, I just wasn’t willing to admit it! Naturally, I’ve begun to think about what getting older might mean for me.

A friend of mine likes to pose this riddle. “How does a grouchy old man get that way?” His answer, “He was a grouchy young man”. I think there might be a kernel of wisdom in that riddle.

I recently joined a not-for-profit board of directors. A woman from my town has been on that board for many years. Ruth is no longer able to comfortably drive to our board meetings. So, she called me several days in advance to request a ride. Of course, I was happy to take her along.

Several weeks ago I picked Ruth up for the meeting. As she emerged from her home I noticed that she was significantly more “hunched” in her walking than she had been the previous time that I had seen her. She immediately told me that she had been battling scoliosis and osteoporosis. As she shuffled down the walk and struggled into the car, I prepared myself for a conversation about her medical history. Instead, I received bright engaging questions about my life and my family. I received encouragement and wisdom regarding our mutual responsibilities on the board of directors. I heard the words “wonderful, terrific and encouraging” several times over.

In the course of the conversation I asked her in what year she was born (a clever way of discovering her age don’t you think?). It turns out that she is a mere 81 years old. A very spry and inspiring 81, I might add.

This conversation got me to thinking “How does a positive engaging and wise older woman become that way?” Well, I suppose she has been that way for a long time.

Since I am now willing to admit that I am getting older, I am challenged to think about how people might experience me as the common limitations of age become more real.

Each year, I choose a theme for myself (big shocker for those of you that know me well). My 2012 theme has been: “Gratefulness, grace and generosity”. I chose these themes because I admire them in others and desire more of those characteristics (so often missing) in myself. You see, I think it is quite possible, even desirable, to alter the course of our lives by becoming intentional about who we are becoming. I know that I am in danger of becoming ungrateful, judgmental and stingy. That is not who I want to be, however. I want to practice those desirable characteristics of gratefulness, grace and generosity into my life. And, I need the accountability of friends and family to do so.

2013 is fast approaching. Another year older for all of us. We all know a few grouchy old folks. And, we all know a few Ruths. I’m planning to become a little bit more like Ruth and a little bit less like a grouchy old guy. How about you?

July 5, 2012

You Must Be Busy by Roger North

How ya doin? How are Carolyn and the kids? You must be terribly busy, aren’t you? These are the three most common questions I hear. I actually like the first two. The third? Not so much.

Being “terribly busy” seems to be worn as a badge of honor in our society, particularly for those of us in business. Is it good to be busy? Well, I guess in a certain sense it is. We want our products and services to be valuable to our clients. We certainly want plenty of clients. And, we want our employees to have meaningful work and to be well compensated for that work. I suppose all of this requires us to be busy, in a certain way.

But in a different way, busyness seems to be misused a lot in our society. I often think that the “busiest” people are that way because they have a  mixed up sense of priorities. Now, I know that sounds quite judgmental on my part, but hear me out.

Think along with me. The last time you got ridiculously busy, what was that busyness a result of? Was it overcommitment? Was it a misjudgment of the amount of time available to get something done? Poor time management? A need for the approval of others? Or, perhaps you just have a series of people in your life (a supervisor, family members, demanding friends) that are not particularly considerate of your time. Or………….. get ready for this one…………. Maybe you like to be busy because it makes you feel important or needed. I have to admit, I can be guilty of that one!

As I have been thinking about the issue of “busyness” I got to thinking about the costs of being busy. For me, I can divide the costs into three categories:

  • Relationship stagnation – I do not give enough time to the important relationships in my life when I am overly busy.
  • Lack of creativity and innovation – When I am busy my mind is occupied with execution of my tasks. I do not allow enough time to think about how I can do things better or differently. I tend to repeat the same mistakes.
  • Emphasis on urgency rather than importance – I think it was Stephen Covey that first encouraged us to differentiate the urgent from the important. When I get overly busy urgency takes over and importance takes a back seat.

Like you, I have several different “leadership” roles in my life – husband, father, business owner, nonprofit leader, etc. I notice that when I am leading well in any of these roles, I have time to listen to people. I have time to develop relationships more fully. I take time to think clearly. I take time to think in fresh and creative ways. I remain focused on my priorities and the important things in my life. When I lead well it is not because I am busy but because I am effectively balancing the execution of tasks with the extension of relationships, creative thinking and the honoring of my life priorities.

How about you? Are you terribly busy? If so, step back for a minute with me. Think about the cost of busyness. Then, commit to relationships, creative thinking and the honoring of your priorities. Together, we’ll be less busy, lead better and maybe even accomplish more!

Oh, by the way, it is summer! Take some time to relax and enjoy this wonderful time of year. Eat some burgers, set off some firecrackers and sit down in a comfortable lawn chair and have a nice conversation with someone you care about.

April 5, 2012

Celebrating 15 Years – Partnering with a Powerful Project by Roger North with guest blogger Mara Creswell McGrann

April 1st marked North Group’s 15th Anniversary. I don’t know where the years have gone, but I do know I’m deeply grateful for the opportunity our firm has had to serve our clients through the years.

I remember our first two years in business. Beyond simple financial survival, our first milestone was to have enough cash flow to hire an assistant. We were fortunate. We reached that point in 18 months. We were also fortunate that a friend referred us to a lovely and very capable young woman, Mara Creswell McGrann. Mara served us extraordinarily well until leaving after several years for a very good reason, the birth of her first child.

Mara and John now have a lovely family of five. With all three children in school, Mara has taken on a new challenge – Executive Director of the Power Packs Project.

In recognition of our 15th anniversary, North Group is partnering with Power Packs Project. This high impact organization is working to eliminate weekend hunger for school children in our community. As our way of giving back, North Group is providing financial and volunteer support.  We are excited about this new partnership and have asked Mara to contribute a guest blog today to share with you, the compelling mission of Power Packs Project and importance of supporting this worthy cause.

Power Packs Project logo

 

Guest Blogger Mara Creswell McGrann:

Thanks for this opportunity, Roger!

I’m thrilled to introduce Power Packs Project, a nutrition and education program that began seven years ago to address the weekend nutrition needs of children who rely primarily on the breakfast and lunch program at school.  Many families struggle with impossible choices – to pay for electricity or buy food.  This food insecurity becomes apparent on Monday mornings when children appear in school nurses’ offices exhibiting secondary signs of hunger. You can imagine how hunger impacts a child’s ability to learn.

At Power Packs Project we live our mission every day:  To partner with eligible families to provide food and nutritional education so that families are empowered and children thrive.

We serve over 650 families a week in five local school districts. We have a part-time staff of three and over 200 volunteers. The program has grown to serve 25% more families in the past year, and we are expanding through our Affiliate Program into communities around Lancaster County. This year we will offer our first summer program.

Please go here to get the “full story” about how we supply weekend food and combine it with a unique educational approach that has a long term benefit.

I’m so grateful to each of you who will join us in providing food for children…..and to North Group for giving me a great leadership start as their first employee!

Fifteen years ago I was casting about for a new career.  A former customer gave me a tip: There’s an opening with this new consulting firm. I knew nothing about Leadership Consulting, but thought Roger North and his business partner were extremely interesting and nice – and they had a fantastic vision.

As it turned out, this new organization (now North Group) was like none I’d ever been part of before. Part of me couldn’t believe that a workplace like this really existed. I noticed that treating others as they wish to be treated, giving extraordinary service, asking good questions (and listening to the answers!) weren’t only principles to be shared with clients; they were practiced every day in our business. What I learned made a huge impact on me personally and professionally.

North Group’s support of Power Packs Project (and of me as a leader) is very humbling. Now as I serve as Executive Director, I use my leadership lessons learned years ago from North Group.  Whether I’m working with schools, church groups, families or businesses, I’m reminded that people and organizations are much more the same than they are different. And as Power Packs Project grows, I come back again and again to another leadership lesson – the core importance of our Mission, Vision and Values.

Thank you to everyone at North Group Consultants – I can’t wait to see what the next 15 years hold for us all!

A note to our readers: More detailed information will follow about what North Group is doing (and how you can join us) to partner with Mara and Power Packs to eliminate weekend hunger for school children in our community.

February 20, 2012

Culture Eats Strategy by Roger North  

Did you ever shop at Genuardi’s? A wonderful family owned supermarket chain, Genuardi’s was Wegmans before Wegmans. It was Whole Foods before Whole Foods. Whatever happened to Genuardi’s anyway?

Founded in 1920 by Italian immigrants, Genuardi’s was in family hands for five decades. By 2000, this one time corner grocer had grown to 39 stores with a brand known for two things: upscale foods that competitors didn’t carry and hyper attentive customer service.

Genuardi’s had created something great, and it was noticed. Safeway, a west of the Mississippi grocery chain, purchased Genuardi’s from the founding family at the end of 2000 for $530 million. Then in a more recent transaction, Safeway sold 16 of the remaining 27 Genuardi’s stores to Giant Food Stores for $106 million.

What do we see in those numbers? In about 11 years of ownership, Safeway took a “best in class supermarket” and turned it into a “good in class supermarket” according to food marketing professor John Stanton of St. Joseph’s University.

Now, I have no particular bone to pick with Safeway. In fact, I know little about them. But as I read about these transactions, I can’t help but see evidence of one of my colleague’s favorite sayings: Culture eats strategy for lunch.

Genuardi’s was led by the same family for five decades. I think it’s safe to assume that the family had particular beliefs and practices that profoundly affected how they and their employees did business. Surely providing unique, fresh, attractively displayed foods chartered their culture. Even more surely, hyper attentive customer service did.

When Safeway took over they emphasized efficient, tight management of inventory and stores. And why wouldn’t they? That’s Safeway culture. But it wasn’t Genuardi’s. While the name remained on the stores, the brand commitment was gutted. The two companies’ cultures were just too different.

So what does all this public company stuff mean for you and me? I think it tells us (again) that culture matters. In fact, it matters in a big way: your company culture is quite likely the only competitive advantage your competition can’t duplicate.

By the way, did you notice how culture matters when it comes to money? Well, Safeway paid Genuardi’s $13.6 million per store.  Price in the recent sale of stores to Giant? Only $6.6 million per store.

Culture eats strategy for lunch!

This article recently appeared as a guest post for the Lacher & Associates blog.

 

November 4, 2011

Two Leaders – Two Outcomes by Roger North

How can two leaders doing virtually the same tasks get such vastly different organizational results? I’ve been thinking about that question as I’ve observed two leaders lately.

There are many similarities. Both leaders work very hard. No questions about commitment or work ethic. Both communicate clearly and consistently. Communication does not appear to be the difference. Highly organized? Yes, for both.

But here’s the situation. When I walk into the first organization, I feel and see enthusiasm, energy and engagement. When I walk into the second organization, I feel and see hmm…I guess I would call it lethargy.

And, you probably don’t need me to tell you this. The first organization is growing…fast! The second organization is, well, unfortunately it is shrinking.

Does the feeling you get in each firm and the direction those firms are headed have anything to do with their leaders? Of course it does! So where does the difference lie?

Since our beginning in 1997, North Group has believed that “being comes before doing”. Put another way, who you are (as a leader) matters more than what you do.

My favorite example of this principle is President Ronald Reagan. Few would argue that Mr. Reagan was an intellectual or a policy “wonk”. Nor would we contend that he was a financial expert or even a great manager. Do you remember his nickname while in office? “The Great Communicator.”

Here’s my message. I don’t think it was actually about the words Mr. Reagan was communicating. Rather, it was that we believed Mr. Reagan. We actually thought that he believed his own words of optimism and hope for a bright future. We believed that Mr. Reagan’s heart was in his words. His “being” came before his “doing”.

Isn’t that what we ask of our leaders? Sincerity, authenticity, belief? When our leaders are “being” people – essentially those who consistently elevate the interests of others above their own – organizations (even countries) thrive. When we don’t believe in our leaders’ intentions? Well, lethargy, atrophy, poor morale…

What we believe about our leaders matters. Who our leaders are matters. Being comes before doing. Are you a “being” leader?

We welcome your comments at blog@northgroupconsultants.com.

July 20, 2011

The Weight of the Job by Roger North

Former Secretary of State Condoleezza Rice is a golfer now. Yeah, she’s a Stanford professor and a best selling author in waiting. But I am most interested in her conversion to golf. She has a history as an achiever, including as an accomplished pianist and tennis player, so naturally she is turning to the hardest sport of all.

A recent issue of Golf Digest featured an interview with the former Secretary. One of her many thoughtful responses really grabbed my attention. She was asked if she would ever tee it up with President Obama, himself an avid golfer. Her response? “Oh sure, absolutely. I know what it’s like for him. People have absolutely no idea how pressurized those jobs are. You never, ever feel any release from it. You get up in the morning feeling the weight of the job, and you go to bed at night feeling the weight of the job.”

Wow! What a terrific description of what it feels like to be a leader. I identified with Secretary Rice’s comment about the pressure of being a leader. Now don’t get me wrong, I’ve never held the future of the free world in my hands. But I function most of the time as a leader.  I’ve felt the weight of those responsibilities as I’ve gone to bed at night and as I’ve awakened in the morning. You’re familiar with that feeling, aren’t you?

Secretary Rice goes on to say: “I remember so well, a few days after I’d left government, waking up and thinking, what’s that? Oh, it’s the absence of pressure! So, anything President Obama can do, whether it is shooting hoops or going out and hitting golf balls, I hope he does it.”

What about you? How do you take care of yourself? How do you relieve the pressures of leadership? I would go as far as to say that you owe it to those you lead to find ways to get away from the pressures of leadership. Why? Because leaders need to lead from a place of wholeness. A place where they can consistently place the interests of their organizations, employees and clients ahead of their own. It takes a whole person to do that consistently well. To take care of others, you must take care of yourself.

Me? I’m trying to get Secretary Rice on the phone to see if she can make a 1:00 tee time on Friday.

We welcome your comments at blog@northgroupconsultants.com.